Perceived airport service quality is an indicator ofairport performance and the key to improving airport service. The present studyaimed to identify the basic dimensions of airport service quality perceived bypassengers and to develop an instrument that complements traditionalquality-related metrics. The Perceived Airport Service Quality Questionnaire(PASQQ) was built, pretested and administered to 874 passengers recruited at theVenice International Airport. Results indicated that four main dimensions ofperceived airport service quality should be considered: perceived disorder,negative interaction, positive interaction and knowledge, and perceivedsecurity. The PASQQ is a useful and a reliable tool, and it can be adoptedwithin a multidimensional approach to evaluate perceived airport servicequality.
Aviation Psychology and Applied Human Factors – American Psychological Association
Published: Jan 1, 2018